Senior Program Manager, NANTeL

Summary of Purpose

The Senior Program Manager, NANTeL, manages and supports NANTeL-related initiatives by applying deep knowledge of LMS platforms, industry regulations, and the relationship between INPO and its members. This position troubleshoots complex technical issues and collaborates with vendors to resolve critical problems and implement system enhancements. This role leads critical initiatives that improve learning systems and user experience. This role builds team capability by coaching colleagues and delivering targeted training to strengthen technical and operational expertise.

• Ensures the efficient and effective operation of the NANTeL platform
• Leverages specialized knowledge to influence NANTeL strategic direction
• Sets the standard for department policies and guidelines in resolving customer issues
• Develops solutions and strategies to resolve difficult and advanced support issues
• Oversees and contributes to system change initiatives by providing expert‑level support and leading beta testing efforts to ensure functionality, user experience, and alignment with organizational and industry goals
• Drives innovation by identifying and implementing process improvements across platform software and help desk operations to enhance efficiency and user experience
• Leverages data‑driven analysis of system and support trends to proactively address root causes and reduce recurring issues, contributing to long‑term operational stability
• Advises customers regarding best practices and use of the NANTeL platform
• Provides technical expertise and is the NANTeL authority when working on projects including, but not limited to, upgrading equipment, software and procedures
• Trains, coaches, and mentors team members with troubleshooting technical issues, problems, and any other areas of concern
• Facilitates collaboration between plant personnel and NANTeL technicians or the IT help desk to ensure superior customer service and support is provided
• Creates and maintains documentation for new processes
• Performs other duties as assigned

• Excellent knowledge of all core NANTeL business functions and associated software, such as LMS platforms, processes, and configuration methods to ensure customer satisfaction with NANTeL service offerings
• Excellent knowledge of the NANTeL Governance documents and INPO LMS processes
• Knowledge of basic script writing and the ability to assist with troubleshooting new web service scripts developed for the NANTeL system
• Demonstrates mastery in the relevant specialty area, spearheading initiatives, providing mentorship to team members, and championing innovation and strategic enhancements across the organization
• Advanced communication skills used to drive organization change initiatives and convey complex ideas and project strategies in a clear and compelling manner to stakeholders
• Proven ability to lead and collaborate with diverse teams to achieve common goals, while providing mentorship and guidance to team members, fostering a culture of continuous improvement and excellence
• Demonstrated ability to strategically allocate resources to manage a portfolio of programs; prioritizing tasks, meeting deadlines, and proactively mitigating program risks to ensure successful outcomes
• Advanced ability to use research, analysis, and stakeholder feedback to influence and execute program strategies while remaining up‑to‑date with industry regulations and compliance standards
• Advanced proficiency in solving complex and multifaceted problems using data, trend, and problem analysis to inform decision making improvements to the program portfolio
• Exemplifies exceptional ability to seek out, learn from feedback, coaching, and new experiences. Anticipates challenges…